CX Consultancy & Training

The CX Partner for Organisations and Professionals Who Are Serious About Change

From executive masterclasses to corporate workshop programmes, every engagement we deliver is grounded in 25 years of real-world CX leadership — practical, rigorous and built for impact.

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Michael Brandt
CX Strategist - Consultant - Trainer
Lugano, Switzerland

Struggling to Build CX Skills Across Your Organisation?

From developing customer-centric mindsets to equipping teams with practical tools and proven methods, our training helps you embed CX where it matters.

Not sure if your people have the right CX skills?

Our courses identify capability gaps and provide hands-on learning to build confidence and competence.

Teams working in silos?

We train departments to collaborate around a shared CX vision and empower them with common approaches.

Unclear how mature your organisation is in CX?

Our workshops and maturity modules give participants the knowledge to assess progress, and the skills to drive improvement.

We deliver training for organisations of all sizes and budgets, turning ambition into practical skills and lasting impact.

LET'S TALK

Turn Customer Insight Into Practical Skills
Voice of Customer isn’t just about data; our training helps teams learn how to interpret feedback and apply it to everyday decisions, service improvements, and stronger customer relationships.

Learn to Uncover What Truly Matters to Your Customers
Through interactive exercises, participants go beyond scores to understand expectations, frustrations, and key moments across the customer journey.

Build the Skills to Connect Insight with Change
We train your teams to use customer feedback as a driver for smarter service design, process improvements, and cultural alignment.

Create a Listening Organisation
Our programmes equip your people with the knowledge, tools, and methods to embed VoC as a long-term capability, supported by clear governance and consistent practice.

LEARN MORE

Sample of Customized Corporate Courses

Customer Journey Mapping Workshop

One or two-day workshop giving your team a detailed overview of the mapping process with practical exercises adapted to your scenarios.

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Customer Communication - Soft Skills

One or two-day workshop enabling participants to develop the communication mindset and practical soft skills required to manage expectations, handle pressure, and build trust in demanding customer environments.

LEARN MORE

Driving Performance Through Customer Focus

One or two-day workshop. This practical programme equips managers and teams to think, decide and act from the customer’s perspective, translating customer insight into everyday behaviours that improve results, collaboration and accountability.

LEARN MORE

Services

Our Public Courses

Customer Communication - Soft Skills

Join us for a highly practical workshop designed to strengthen the way you communicate with customers when it matters most.

Across this intensive programme, you will develop the mindset, behavioural skills and structured techniques required to manage expectations, handle difficult conversations and prevent unnecessary escalation.

You will learn how to recognise early warning signs of dissatisfaction, apply active listening and empathy effectively, communicate uncertainty with confidence, and ensure internal alignment before engaging externally.

Whether you operate in customer service, sales, operations or technical roles, this course provides practical tools you can apply immediately to reduce stress, protect trust and strengthen customer relationships in demanding environments.

Duration

1 day

Course Dates

12th May 2026

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Customer Experience (CX) Management

Attending this workshop equips participants with the tools to create a customer-centric culture, which can lead to higher customer retention, increased brand equity, and reduced service costs. Participants will gain insights into developing a CX strategy that aligns with organisational goals and enhances customer engagement. This training will enable them to implement practical CX strategies, helping their organisation stand out by understanding and meeting customer needs effectively.

Duration

2 days

Course Dates

19th - 20th May 2026

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Destination Delight: Mapping the Customer Experience

This interactive Customer Journey Mapping workshop will give participants a founded knowledge of journey mapping methodologies and enable them to moderate effectively journey mapping workshops within their respective organisations.

Duration

1 day

Course Dates

21st April 2026

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Customer Experience Masterclass

Join us for a hands-on masterclass designed to equip you with the mindset, tools, and strategies to embed customer centricity into your organisation. Across three powerful days, you’ll learn to define your customer purpose, map meaningful customer journeys, and design a Voice of the Customer programme that drives real improvement. Whether you're starting out or sharpening an existing CX strategy, this course delivers practical takeaways and strategic clarity you can put to work immediately.

Duration

3 days

Course Dates

TBD

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Testimonials

Two men sitting at a table shaking hands

I absolutely enjoyed your masterclass and gained new insights on complaints management. One part of it I appreciated, in particular, was the 5As model in Complaints Management. Having it aligned in the way you put it, makes it easier to follow and puts things in the right perspective.

S.E. | Lagos

Are you ready to find answers to your questions?
Don't wait, get in touch now!

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Latest From Blog

Closing the Loop: How Follow-Up Communications Build Long-Term Customer Loyalty

There is a moment that occurs in almost every customer service interaction that most organisations treat as the finish line. The problem has been resolved. The ticket has been closed. The case is marked complete. Job done. It is not job done. It is the beginning of one of the most important and most consistently overlooked opportunities in customer communications: the follow-up.

Network of connected wooden pegs representing people

Proactive Communication: The Strategy That Prevents Problems Before They Start

Most customer service teams are built to respond. A problem appears, a customer makes contact, and the team swings into action. This reactive model is so deeply embedded in how organisations think about customer service that it often goes unquestioned. It feels natural, even logical. Customers have problems, teams solve them. What else would you do? Quite a lot, as it turns out.

De-escalation in Real Time: Turning Angry Customers into Loyal Ones

An angry customer is not a lost customer. That is the first and most important thing to understand about de-escalation. The research on customer loyalty consistently shows that a customer whose complaint is handled well, genuinely well and not just efficiently processed, often ends up more loyal than a customer who never had a problem at all. The experience of being heard, taken seriously, and made whole leaves a deeper impression than a transaction that simply went smoothly.

Contact Us

Michael Brandt | CX-Excellence

info@cx-excellence.com

+41 79 313 8528

6835 Morbio Superiore, Switzerland

Struggling to Build CX Skills Across Your Organisation?

From developing customer-centric mindsets to equipping teams with practical tools and proven methods, our training helps you embed CX where it matters.

Turn Customer Insight Into Practical Skills Voice of Customer isn’t just about data; our training helps teams learn how to interpret feedback and apply it to everyday decisions, service improvements, and stronger customer relationships.

Learn to Uncover What Truly Matters to Your Customers Through interactive exercises, participants go beyond scores to understand expectations, frustrations, and key moments across the customer journey.

Build the Skills to Connect Insight with Change We train your teams to use customer feedback as a driver for smarter service design, process improvements, and cultural alignment.

Create a Listening Organisation Our programmes equip your people with the knowledge, tools, and methods to embed VoC as a long-term capability, supported by clear governance and consistent practice.

Sample of Customized Corporate Courses

Customer Journey Mapping Workshop

One or two-day workshop giving your team a detailed overview of the mapping process with practical exercises adapted to your scenarios.

Customer Communication - Soft Skills

One or two-day workshop enabling participants to develop the communication mindset and practical soft skills required to manage expectations, handle pressure, and build trust in demanding customer environments.

Driving Performance Through Customer Focus

One or two-day workshop. This practical programme equips managers and teams to think, decide and act from the customer’s perspective, translating customer insight into everyday behaviours that improve results, collaboration and accountability.

Our Public Courses

Customer Communication - Soft Skills

Customer Experience (CX) Management

Destination Delight: Mapping the Customer Experience

Customer Experience Masterclass

Testimonials

S.E. | Lagos

Are you ready to find answers to your questions? Don't wait, get in touch now!

Latest From Blog

Closing the Loop: How Follow-Up Communications Build Long-Term Customer Loyalty

Proactive Communication: The Strategy That Prevents Problems Before They Start

De-escalation in Real Time: Turning Angry Customers into Loyal Ones

Contact Us

Turn Customer Insight Into Practical Skills
Voice of Customer isn’t just about data; our training helps teams learn how to interpret feedback and apply it to everyday decisions, service improvements, and stronger customer relationships.

Learn to Uncover What Truly Matters to Your Customers
Through interactive exercises, participants go beyond scores to understand expectations, frustrations, and key moments across the customer journey.

Build the Skills to Connect Insight with Change
We train your teams to use customer feedback as a driver for smarter service design, process improvements, and cultural alignment.

Create a Listening Organisation
Our programmes equip your people with the knowledge, tools, and methods to embed VoC as a long-term capability, supported by clear governance and consistent practice.

Are you ready to find answers to your questions?
Don't wait, get in touch now!